2. WHAT DOES A SALE ENTAIL..?
Greeting .
There are so many
steps to processing a Conversation.
customer through the
store . No two Relationship.
customers are the Product knowledge.
same different needs &
wants always keep us Equal understanding.
in toes . Your job is to
deliver each customer Procedure.
in out store with an
enjoyable & informative Close.
visit . Follow up.
Rock N’Read as a
company prides it’s self
on customer service !
3. GREETING..
GOOD BAD
Say hi with good way Looking at the
of smiling . customer & giving
Do eye contact with them the look of (
the customer .
why now ) or the
Give them full cold shoulder.
attention .
Give them the space Saying “Hi” & then
to look. looking back down
Try to take the best at what you were
shot to offer your doing .
help.
4. CONVERSATION..
Ali: “ hey how you doing ?”
Customer:”I’m just looking!”
(wait tell they walk to the suit section)
Ali:”looking for a new suit ? I bet you’re a size 50 .”
Customer:”yeah,I have interview by tomorrow ,and I need a
new outfit ,they all look the same ..why are the prices are
different .?
Ali : let me ask you first , what kind a job you are applying
for.?”
Customer : a brand manager for medical equipment
company.
Ali : wow I just got your need ..here let me fit you to the
proper size & then we will pick the best one for you.”
What was accomplished in the conversation.?
5. RELATIONSHIP ..
You need to sort out the puzzle pieces that are going to
help you make the sale !
Wants
Concerns
Goals
Strengths
Price Range
Needs
6. PRODUCT KNOWLEDGE…
What do you have .? You are most peoples
How much does the mentor !
customer need to How much time do
know ? you have ?
How much do we Are you the most
know about our informed person right
product.? now to explain that ?
Ask your self , is this What else can I tell
person going to have this customer to make
the strength and it easier for them ?
knowledge to have
this product make
their riding more
7. EQUAL UNDERSTANDING..
Customers hate a ( know it all !!) there is nothing
worse than walking into a retail store & walking
out feeling like you are old or an idiot.
Try to always match a customers wants. Just
because you would rather be selling suit’s all day
does not mean that when the guy who wants to
buy a shirt should get less information than the
suit guy.
Do not over sell just because you can. no one is
satisfied with buying the “top of the line product "if
when they get home they find out it’s to
complicated & has a bunch of features they
don’t even need .
8. PROCEDURE ..
Ringing up at the Act with confidence,
register. you know what your
Taking money. doing.
Warranties. Information ,give
Policies. them guides &
make it look like it’s
Owners manual. your job to do it.
Paperwork. Do not drop the ball.
Promises.
9. CLOSE ..
Do not ignore Always
people. acknowledge
Pick up the phone. people.
Help other people. Ask if they don’t
Walk away. mind.
Hand off the sale to Explain what you
another sales are doing &why.
person. Ask if they need
anything else.
10. FOLLOW UP ..
There is no better Thank you cards.
customer service
moment, than when Keeping promises.
someone comes in & Email.
you remember selling
them a suit for his Phone call.
engagement 6 months
ago . Referrals.
Walking up to them &
saying ,”how was your
engagement ,any
wedding arrangement
soon ?
Notas do Editor
Never go for a closed Q..? Meaning never ask the customer ..( can I help you ?) the answer will be expected either with ( yes ) or (no)…. U don’t give your self the space to control the conversation because most of the customer will be shy to say (yes) specially in “K.S.A”By offering an open q..? Such as ( if the customer was looking a shirt ) you may have the best time to say ( we do have another color would you like to see it..?) 99% the answer will be (yes) and u can go from that point to a good deal..
1- you gain the customer trust .2- you made your job easier .3- you made the customer feel comfort to talk . 4- you maybe win the customer for long term .
1-Wants- you have to know and ask your customer what he wants .. “ a shirt ‘ suit ‘ pants ‘ shoes ‘ accessories' ..?2-Concerns- what is your customer concern are ..? An example he might be littlie bit choppy so he’s concern will be not to go for a slim fit or tight choices.3-goals-- Improve customer service and satisfaction.- Increase profitability.- Reduce negative customer experiences.- Allocate resources more efficiently.4- strengths- a strong relationship between the customer and the salesperson could provide us a better way of treating the customer … and a much comfortable environment of and flax able way of buying our product. 5- price range- is by having good relationship you can always know your customer type and how much he can afford to pay . That will give you a better chance to offer him the items that fit for he’s budget rather than showing him away over expensive thing’s and losing him.. For another store.6-needs- most of the last notes could be included under this icon .. Which means by building all that through a success relationship you will finally manage to know your customer exact needs and you have a great deal….